Luxembourg, Hybrid
6 months
40 hours
SL-001473
SL-001473
Job description
- Own and improve the end-to-end Incident Management lifecycle (ITIL v3/v4), including Major Incident Management, SLAs/OLAs and stakeholder communication.
- Build and enhance Application Monitoring & Observability capabilities, ensuring proactive detection of issues and seamless integration with ServiceNow or similar ITSM tools.
- Create impactful executive dashboards, reporting and trend analysis using tools such as Power BI, driving continuous service improvement.
- Improve operational resilience through automation, root cause analysis, monitoring of APIs, file transfers and critical business applications.
- Communicate confidently with both technical teams and senior business stakeholders in a fast-paced financial services environment.
Requirements
- 5+ years of experience in Incident Management, IT Service Management or Application Support within a banking or other highly regulated enterprise environment.
- Strong expertise in ITIL v3/v4, managing the full incident lifecycle, Major Incidents, SLA/OLA governance, root cause analysis and post-incident reviews.
- Hands-on experience with Application Monitoring & Observability tools and integrating monitoring platforms with ServiceNow or similar ITSM solutions.
- Proven ability to build operational dashboards, reporting and trend analysis (Power BI or similar), driving service improvements and reducing recurring incidents.
- Excellent stakeholder management and communication skills, with the ability to translate technical incidents into clear business updates for senior management and business users.
